[填空题]
· Read the text below about how to deny customers’ claims.
· In most of the lines 34—45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

{{B}} Denying Claims{{/B}}
Correct Customers occasionally want something they are not entitled to or that you
Their can’t grant. They may misunderstand their warranties or make unreasonable
34 demands. Because these customers are often unhappy with a product or
35 service, they are emotionally involved in. Letters that say no to emotionally
36 involved receivers will probably be your much most difficult communication
37 task. As if publisher Malcolm Forbes has pointed out, "To be agreeable w

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